Description

The Service Manager leads a team of Service Technicians & Heavy Maintenance Technicians in delivering high quality & efficient service to customers while assuring profitability commitments are achieved.

Primary Responsibilities

Safety:

• The service manager is responsible for executing the company’s behavior-based safety program in their branch. This includes assuring all technicians are adequately trained and equipped to perform their job duties safely each day. The service manager monitors leading indicators of workplace safety (including employee safety interactions, site safety inspections and jobsite hazard analyses) to assure that each employee is focused on elimination of unsafe conditions and prevention of unsafe acts.
• Human Resources: 
• The service manager is responsible for assuring adequate staff is deployed to support the delivery of break-fix service and projects (including heavy maintenance & equipment installations/rollouts). This includes engaging with their Service Director and the Human Resources department in recruiting, hiring, retention, employee development and performance management. The service manager shall assure employee technical proficiency is maintained through active monitoring of service quality & customer satisfaction, and through engagement with the Service Training and Technical Services teams.

Operations:

• Through direct supervision of technicians and close collaboration with their Dispatcher, the service manager shall oversee branch activities on break-fix and project work to assure that each is performed efficiently and in accordance with customer quality expectations.
• The service manager participates directly in planning new equipment installations, often in coordination with their service director, project manager, national service accounts and/or their regional salesperson. In addition to new equipment installations, other assigned service projects will occur that will require the Service Manager to lead and coordinate project fulfillment based on timeliness, quality and efficiency. 
• In collaboration with regional salespeople, the service manager assures transparent & timely communication with key customers and acts as an escalation point when needed for resolving customer issues. 

Financial:

• The Service Manager is responsible for the profitability of the service department of the designated branch. They manage service operations in the branch to assure efficiency and achievement of budgeted margins. Since efficient operation of the service branches is heavily dependent on the support of the Customer Care Center and service dispatch, the service manager works closely with the CCC and Dispatch to assure that work orders are created accurately, and technician dispatch is conducted effectively. The Service Manager monitors service billing throughput and quality to assure service invoicing supports branch billing objectives.

People:

• Schedule and facilitate monthly safety meetings with technicians.
• Complete targeted number of safety interactions with technicians.
• Prioritize service technician retention and recruitment to maintain capacity to support customer’s break-fix and project requests. Provide candidate leads to corporate recruiters.
• Monitor technician performance and adherence to company policies. Apply progressive discipline when warranted for attendance issues and other violations of company policy.
• Manage technician training and manufacturer certifications, in coordination with service training department. Oversee development & validation of technician skills to advance their tech level.
• Coach/mentor technicians to develop their customer service skills, teamwork & leadership attributes. Identify and develop candidates for lead tech roles and future service managers.
• Observe branch/technician morale and take action to assure favorable employee satisfaction with working conditions.

Customer:

• In coordination with Dispatcher, monitor service level achievement (as measured by response time, first-time fix and resolution time of work orders requiring revisit). If performance is below plan, work with Dispatcher to identify cause and implement corrective action.
• Monitor quality (workmanship) of the work performed by technicians, using first-time fix, recall requests and customer feedback to identify improvement opportunities.
• Assure completed work orders are accurate when passed to the billing team.
• Conduct meetings with key customers at least quarterly to maintain positive relationships.

Company:

• Participate in periodic calls (“Ops meetings”) with Sales and Project Managers to assure alignment between project schedules and technician workload. Collaborate with Sales, Regional Estimator & Regional Service Director to assure project pricing is aligned with profitability targets and local market economics.
• Submit revenue forecasts weekly for consumption by executive management.
• Monitor cost of service delivery to assure technician labor hours paid are effectively utilized in revenue-producing activities.
• Ensure high level of parts management accuracy, such as service vehicle inventory accuracy and service parts logistics (parts requests and reverse logistics of returned parts).
• Participate in periodic service metrics review calls with Dispatcher and Service Director to maintain positive results on Service KPIs.

Requirements

• College degree or equivalent work experience
• 3 Years of retail or commercial petroleum equipment service and/or installation experience preferred, or 3 years in an industry providing equipment service with skilled technicians
• Minimum of 2 years of Management or Supervisory experience
• Must be able to successfully manage and complete a high volume & variety of tasks simultaneously
• Must possess proficiency using Microsoft Office, including Word, Excel, Outlook
• Ability to travel; must have a valid Driver License 
• Must have strong communication skills, good interpersonal skills and strong customer satisfaction orientation.
• Must be able to meet company’s employment requirements, which includes passing a drug screen, criminal background check, and MVR, if driving for the company 
• Physical Requirements: Ability to repetitively lift, carry, push, pull up to 50 pounds, frequent bending, stooping, standing 8-10 hours per day.

*JF Petroleum Group is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.